STRATEGI FRONT OFFICE DEPARTMENT UNTUK MENINGKATKAN KUNJUNGAN TAMU DI HOTEL ARTOTEL YOGYAKARTA

NURAINI BANI FIRMANI, Nuryuda Irdana, S.P., M.M

2019 | Tugas Akhir | D3 PARIWISATA

Data Statistik Kepariwisataan 2017 menunjukkan adanya peningkatan jumlah wisatawan ke Daerah Istimewa Yogyakarta. Hal ini mempengaruhi pesatnya pembangunan hotel berbintang maupun hotel non-bintang di Yogyakarta. Pembangunan hotel yang pesat menyebabkan persaingan antar industri perhotelan, yang menuntut manajemen hotel untuk menyusun strategi bersaing dengan kompetitornya. Manajemen hotel dituntut untuk memberikan pelayanan tamu yang baik terutama melalui departemen front office. Tugas akhir ini membahas tentang strategi departemen front office untuk meningkatkan kunjungan tamu di Hotel Artotel. Penulisan tugas akhir ini menggunakan jenis penelitian kualitatif dengan teknik pengumpulan data melalui observasi partisipatif, wawancara, dan dokumentasi. Data primer diperoleh dari wawancara dan observasi partisipatif. Data sekunder diperoleh dari dokumentasi dan studi pustaka. Hasil akhir dari penelitian ini adalah strategi yang dilakukan departemen front office Hotel Artotel untuk meningkatkan kunjungan tamu antara lain merekrut posisi Guest Relation Officer, memberikan kesan pertama saat check in, program potret keluarga, keuntungan program membership, mengimplementasikan servis sebelum dan sesudah tamu menginap. Kata Kunci: Hotel Artotel; Departemen Front Office; Kunjungan Tamu

Data on Tourism Statistics 2017 shows an increase in the number of tourists to the Special Region of Yogyakarta. This affected the rapid development of star hotels and non-star hotels in Yogyakarta. The rapid development of hotels has led to competition in the hospitality industry, which requires hotel management to develop a strategy to compete with its competitors. Hotel management is required to provide good guest services, especially through the Front Office Department. This final project discusses the front office department strategy to increase guest visits at Artotel Hotel. The writing of this final project uses a type of qualitative research with data collection techniques through participatory observation, interviews, and documentation. Primary data obtained from interviews and participatory observation. Secondary data obtained from documentation and literature. The final result of this research is the strategy carried out by Artotel Hotel's front office department to increase guest visits, including recruiting Guest Relation Officer positions, giving first impressions at check-in, family portrait programs, the privilege of membership programs, implementing services before and after guests stay. Keywords: Artotel Hotel; Front Office Department, Guest Visit

Kata Kunci : Kata Kunci: Hotel Artotel, Departemen Front Office, Kunjungan Tamu/ Keywords: Artotel Hotel, Front Office Department, Guest Visit